Pramana Natura Nusa Penida — Hotel in Nusa Penida Subdistrict

Despite the fact that the property is built very well and holds a lot of potential but for now it needs to work a lot on the hospitality bit and one thing for sure I know is a no miss service is what high paying Indians look as the first requirement before booking!

First of all, room we booked was really good and as soon as we entered the room, we wondered if we’d ever want to leave the place, but by the end of stay we were looking to make it out of here majorly because of below reasons which make it far from being a 5 star

Big Snorkelling Mishap: We booked the West Tour and a private snorkel tour with hotel reception help (Desak & Antawara, who were lacking in warmth and hospitality feeling as a whole with commanding styles of operations even with guests) on 27th May’24 for next day. We confirmed on all things on all possibilities and hotel staff promised best experience at 4 spot snorkel private tour i.e Crystal Bay, Manta Bay, Gamat Bay & wall Point

So even though we were being charged higher than outside vendor. We decided to go with the hotel vendore instead of private reservations

We left early for West Tour and stopped at locations for minimum time so we could reach in time for snorkel lesson.

We reached the harbour for pickup by snorkel guys, and were taken to mangrove point

He told us that we can do snorkel on 3 points only which happened to be different from planned snorkel locations. We asked the guide we wanted to reconfirm with hotel before we agree to snorkel here …

Guide called his boss on which he very rudely behaved with us and told us this is all he can give and cut the phone abruptly… i only asked him 5 mins to confirm with hotel and let him know but he demanded we either go snorkel on new points or come back as he can’t waste petrol for our confirmation

On the other hand reservations office guys kept on telling us they are checking and didn’t pick up  voice call after first time. After first call they send me message that we can’t snorkel on decided location due to weather and that driver will pick us up.

Reservations office took a long time to give me solution and only responded texts not calls.

this is when 3 other similar snorkel trips were cancelled which means they are not aware about ground situation and just doing mailing jobs

Reservations Office Staff is highly irresponsible and unprofessional

till last moment they didn’t share any mail regarding port pickup schedule or details. No driver contact was shared even how is it possible that same property is getting different rates for same service from same kind of vendors - this gives me an impression that property is not interested in getting the best price possible for its clients and its instead charging heavy commisions on services booked through it

we have already seen the kind of service lapse are there so the vendor choice is also quite a big question mark here!

Our mails to main office have no response or resolution yet!

Moreover at the checkout we met the manager finally and intimated him regarding the issue. After the discussion they still had the audacity to include snorkel trip charge in our bill which was rectified only upon pointing it out (attached picture), which gave an impression that he wasn’t really interested in understanding the issue despite repetitive discussion with multiple staff!

They offered us complimentary harbour drop at no extra cost to makeup for the

The drop was slow, unprofessional and far from the car park (original); we had to tow our luggage all along and my husband suffered shoulder pain as he tried not to get our suitcase damaged due to poor road condition.. + we almost missed our ferry

Staff is undertrained/management communication is not proper/even Responses we receive from different staff are different.

+After our tour day we arrive at the hotel, only to find no apology behaviour from staff until we come back up the reception to make a complaint!  Very irresponsible that manager/ other senior staff not present on property to re-insure the...

Let's be clear. When we opt for a room, we don't make any particular demands in terms of service; we're not fans of the customer-king principle. We don't necessarily need conversations or forced smiles. No, we simply want to be able to use our room in peace, and if need be, to be told how to access the various facilities of the hotel.

We didn't get this minimum service.

Within the first few minutes, we were told that we couldn't use the pool, the restaurant or walk around the hotel with our daughter, because we had “chosen” to bring her despite the fact that this hotel was not allowed for children, which we were supposed to know. “It was clearly stated on the website”. This is absolutely false! Worse still, the exact opposite is stated on Agoda: “great for children / recommended for families (...) family room”. When we refused to sign the waiver prohibiting us from using the facilities we had paid for, the staff insisted for almost an hour that we ask for a refund and leave in the middle of the evening without a reservation, with our child.

Since we would not accept neither of the bad choices on offer, and after demonstrating that the hotel was clearly at fault in view of the advertisement on Agoda, we were upgraded to a villa, but on the condition that we remain cloistered there and sign the document forcing us to hide our daughter for the “safety and tranquility” of the premises.

To sum up, our daughter can't use the communal pool or the restaurant for “safety” reasons, so we lock her up in the villa where there is a private pool with much less people around to watch. See the irony?

No, the real reason behind this "policy", is supposedly to preserve “tranquility”. In view of all the nuisances, I doubt that our daughter's presence could have significantly aggravated the situation: very poor soundproofing, concert until late at night, call in the middle of the night to confirm the breakfast order already placed 3 hours earlier, call to prayer at 4:30 a.m. loudly audible because of the poor soundproofing, wake-up knock at 7:20 a.m. for a delivery of bath salt... that we hadn't ordered! And all this, not to mention all our room mates (mosquitoes, lizards, spiders...), the construction work and the lack of any real separation between the toilet and the rest of the room. For childless couples coming to this hotel for “tranquility”, there's nothing more romantic than sharing the intimate moments of your partner doing its business! If you're looking for peace and quiet, a warm welcome and quality service, you'll have to choose another option!

Finally, I'm grateful for the meagre effort made in the face of our stubbornness, but the fact is that the upgrade in no way erases the treatment we've suffered, especially as this “favor” was only granted in exchange for our being locked in. My daughter was too young for your hotel but old enough to understand, between her sobs, that she was completely rejected by the staff.

No apology was offered, the situation was simply described as a “misunderstanding”. But there is none : the hotel is entirely responsible for the ad it publishes on booking platforms, and therefore fully liable for this situation. And the phrase “generated with AI” in no way exonerates it - quite the contrary. I also note that, despite my report, the text has not changed several days later. I can also see from the reviews that others have had the same "warm" welcome, with other misleading ads on other platforms. The problem is obviously systemic, given that the hotel has liability waivers ready to sign at check-in!

“Errare humanum est, persevare diabolicum”, as the saying goes. To err is human, and there's clearly a lot of room for progress if this hotel is to live up to the standard it claims. But if there's a lesson to be learnt from this fiasco, it's that it's time to stop relying on AIs as well as robotic staff and start recruiting real humans again, with a real sense of empathy, the...

My experience here is very neutral. I stayed in ocean view villa.

The view from the hotel room and common areas is breathtakingly beautiful! It will get imprinted in your memory forever! You can see the mountain angus when sky is clear, ferries, other islands. It feels luxurious and soothing to eyes.

The sitout in the balcony of villa is super thoughtful. Let's you see the sunset from the comfort of your room

The room is pretty and an aesthetic delight. But there are some practical issues. It's a romantic villa. Open view of bathroom with blinder on one side only. If you think of holidaying with children who are about decent age, it can get tricky during baths. LOL. The bathtub is utterly useless. There is slope of both sides, such that u can barely rest ur head and relax. The buoyancy of water will slip u down and u will end up sitting or lying down the tub. I barely could use it (and i had chosen the villa for this tub). Always wear slippers in the bathroom, the pebbles thrown as decor had hurt my toe. Needs some extra foot mat and a dust bin in toilet. I was woken up from my afternoon relaxing sleep by the marble polishing activity just outside my room and on the second instance by the boring overly abused pan flute music played in the room alley. This music has the capacity to get on your nerves by the third day of ur stay. Overall it seems that this place was build for Instragram pleasures but not for practical long staying.

The pool is an infinite pool structure, with temperature controlled water, it's beautiful to watch the sea from here

No gym has been built yet. And there is no indoor games or as such. I didn't use the spa after reading some average reviews here.

The restaurant Acropora needs to be closed down. It's one of the worst in house hotel restaurant i have visited. The options in the menu is low and not catering to various diets. The quality of food served is also poor.

For instance, the breakfast is a set menu of 5 options and not a buffet. The breakfast breads and toast have eggs in it. So mostly stayed on fruits, smoothie. There is no options of scrambled tofu as replacement of scrambled egg.. after lot of discussion the restaurant staff made a tweak in menu for me. The green salad is a shame with no seasoning and dressing The jam and fruits were sour and 3 tiny flat pancakes a joke! The omlette served to my husband was under cooked. The servers though are full of smiles have missed placing our orders, didn't place napkins or water.. it's gets bit embarrassing to keep asking for basic stuff

We also had a dinner here. The spaghetti in pesto was mediocre. It didn't seem that it came from a 4 star hotel. Even small cafes show art and science in cooking these days. In starters i ordered onion rings, it came as limpy and dripping of oil. We decided to send it back, cz we deserve decent food at this exorbitant price. The second time it came crispy. It means the chef knows what's good food and bad.. but she/he is just lousy to care for serving good food. The Tuesday acoustic night was a saviour to my beautiful date night after all

After all these we decided to eat at nearby cafe for couple of meals lefts in Father fields Bistro which i believe was the best decision we took!

This place needs some strong management. I didn't see a hotel manager here. Example - There has been leftover breakfast plates and glasses lying outside my neighbours room for more than 24hrs but no one has picked that up yet.

I am happy for the money i spent for the scenic view. But not more. Would not come back but would recommend PPL to atleast stay for just couple of nights with lower expectations on food quality...